Sky won't let me cancel

hidden_sacrifice

A week ago I rang sky to cancel at the end of my 12 month term. They offered me a retention deal which I didn't accept but they signed me up to the reconntract anyway. I asked for this to be investigated which they did and said my account would returned to normal and they cancellation request was put through. Two days later I called as I received new contracts in the post. They then said I'd accepted these and the cancellation request had been retracted by me (it wasn't). I was told this would be investigated. Three days later I heard nothing so rang them and the whole situation started again. They won't let me cancel until it has been investigated but they are not actually investigating anything, just delaying my cancellation. What can I do? Surely what they are doing is against the law?

Sparx

http://help.sky.com/articles/how-to-make-a-complaint

EDIT:
Or, do what I did a few months ago and email estenquiries@BSkyB.com - it'll be passed to the Exec office and they'll deal with you, ironically the same level of service you would expect to receive from any contact centre. Just a shame you have to escalate to exec level to get the service a consumer deserves.

pendragon_arther

I would never, ever use Sky again due to the customer service team who make it so hard to cancel. I had to use Trading standards.

newtonflotman

If you have no luck with the above you can write to sky asking for a 'Subject Access Request" under the 1988 Data protection act. The company should then forward you ALL information including transcripts of conversations. You will have to send them a cheque for £10 made payable to Sky for this privilege. Usually most companies at this point contact you/return the cheque and back down when they realise they are at fault.
Don't forget to post registered post and state you require a response within 14 days.


This has worked with TALKTALK, THOMAS COOK & FLYBE


Good Luck

Buzby

You don't get 'transcripts of conversations' you get a printout of the Notes screen and the comments the CS staffer entered during and after your call. This may, but probably will not provide what you require. Always record YOUR calls, you can provide them with a transcript, and advise it will form the evidence package for your small claim.